Your payment may not be showing on your monthly statement due to how our system applies payments to the oldest balance first. And, to keep our statements as simple as possible, we do not print dates of service that are fully paid.
For example, if the payments you made at the clinic fully satisfied the balance of your first two visits, those dates of service and their payments would not show up on your monthly statement.
If you are still concerned that we may not be reflecting the total amount you paid, please contact us by calling 1-866-518-0283.
Due to how patient payments are applied, your payments may not show up on your statement in the same amounts you originally paid them.
For example, if you paid $20 at your first visit and your insurance only left you a responsibility of $11.00 for that visit, only $11.00 will show as paid by you for that date. The remaining $9.00 will be applied to your other visits.
The reverse can also be true – your insurance may leave you responsible for more than what you paid at your visit. In that case, if you paid $20 at your first and second visits but your insurance left you a responsibility of $35 for your first visit, $20 of your first payment and $15 of your second payment would be used to pay the first visit in full. Your statement would show you paid $35 on the first visit. The remaining $5 of the second payment would be applied to your second visit’s patient responsibility.
Your payments will always be applied to your oldest dates of service.
If you are still concerned that we may not be reflecting the total amount you paid, please contact us by calling 1-866-518-0283. We are happy to help!
Yes. Unless you do not have insurance or did not provide your insurance information to us, we will bill your insurance and wait until we receive their response before sending you a statement. There are very few exceptions.
If you believe we may need updated information, please call our Customer Support team at 1-866-518-0283 for assistance. You may also fill out the Patient/Insurance Information table on the back of your statement and mail it to the return address found on the statement.
This usually is due to one of two reasons.
Your insurance has a co-insurance instead of a copay. A copay is a set fee for a visit but a co-insurance is a percentage of the billed amount. We collect for either at the time of service, but since a co-insurance is an estimate, the actual balance could be different. Please check your individual health plan to confirm your benefits.
Your insurance may have informed us of a lower estimate than your actual plan during our courtesy verification. If you feel this is the case, please check your individual health plan to confirm your benefits.
We apply your payments to cover any balances on your oldest dates of service first. (Please see the answer to “Why is my payment not showing on the statement?” for additional information).
If you are still concerned that we may not be reflecting the total amount you paid, please contact us by calling 1-866-518-0283. We are happy to help!
Your daily charges are based on the type of treatment you received, the length of time spent in each treatment, and the intent of the treatment. These charges are generated based on your therapist’s notes entered after every visit.
If you feel the charges are not matching your treatment sessions, please contact our Customer Support team at 1-866-518-0283. If they are unable to assist you, they can connect you with the clinician for further clarification.
Our Customer Support team is happy to assist you with any question or complaint. Please feel free to contact us by calling 1-866-518-0283.
You can contact the Medical Records department directly by calling 1-844-319-6137 or by faxing a request to 1-423-933-1996.
Alternately, you can call the Customer Support number at 1-866-518-0283 and choose option 2.
You can obtain your current balance two ways – both reached by calling Customer Support at 1-866-518-0283.
You can select Option 1 at the prompt and receive an automated response 24-hours a day. You will need to have your account number available in order to use the automated response.
You can select Option 4 If you would prefer to speak with a Customer Support team member during our hours of operation.
We often provide itemized, or detailed, statements to our patients. These “statements” are a list of all charges, payments, and adjustments made on the account and are often requested for tax or healthcare spending accounts (HSA/FSA). Itemized statements can also be useful in gaining a greater understanding of the balance owed.
To request an itemized statement for your account, please call our Customer Support team at 1-866-518-0283.
There are many possible explanations for non-payment or partial payment from your health plan. Common explanations include:
We strongly encourage you to refer to your explanation of benefits (EOB), or insurance summary, from your health plan for more information.
Your health plan will usually send out these summaries to members or they are made available for download off the insurance company’s website. They contain important information related to how your health plan is processing your claims.
If you still have questions after you speak with your insurance plan, please feel free to contact our Customer Support team at 1-866-518-0283.